"AV Tech Support Intermediate"

Department Summary

Student Life Technology Solutions elevates the student experience by working with Student Life and campus partners to provide innovative and creative technology solutions. Student Life Technology Solutions has a strong focus on developing relationships with Student Life units, understanding the units' work, and providing tailored solutions while seeking economies of scale where it makes sense. Functional areas include Operations and Infrastructure, Web and Applications, Project Management, and Business Intelligence.

Position Summary

You will assist in providing production support for the IT & A/V infrastructure, operations, and services across Student Life buildings, including Housing, RecSports, Unions, etc. Your primary focus will be on supporting unit-specific systems and technology solutions not directly supported by our shared service providers, including, but not limited to, exterior and student room access control, and audio-visual equipment in conference rooms, classrooms, and Community Learning Centers. You will collaborate with, assist, and advocate for our unit partners with our shared service providers and vendors to address their business problems through the integration of unit-specific enterprise applications and systems to ensure that solutions function as intended. You must have broad technical knowledge and the ability and desire to learn new systems and innovative technological applications.

35% Project Planning and Systems Integration

• Under the guidance of the AV Lead Supervisor or Operations Manager, lead the modernization, customization, testing, and implementation of IT & A/V enterprise systems and technology integrations with backend and unit services.
• Utilize analytical and creative problem-solving skills to comprehend project requirements and develop, implement, and manage reliable systems and connections, adhering to best engineering practices.
• Act as a technical advisor during project development by collaborating with stakeholders and providing expertise on technical features and processing options.
• Ensure project success and adoption by demonstrating effective communication and relationship-building skills while collaborating with, supporting, advising, and educating partner units and team members on the use of new services, handling sensitive data, and incident resolution.
• Manage complex project inquiries and special assignments by systematically collecting relevant information, developing a comprehensive action plan, and either directly executing the plan or coordinating resources with team members to ensure task completion.

35% Operational Support and Service Delivery

• Provide second/third-tier technical support, root cause analysis, and service restoration for daily operations and project efforts in a complex, distributed IT infrastructure environment, including participation in an after-hours and weekend on-call rotation.
• Perform a broad range of IT & A/V infrastructure installation, configuration, and support services. These include, but are not limited to, audiovisual and classroom support, digital signs, enterprise software, and network support. Work assignments encompass issues involving various infrastructure components and their integration, such as Crestron programming, as well as requiring proficiency with the ITS networking tools.
• Demonstrate quality service and accountability in the process of resolving incidents as evidenced by the delivery of accurate, timely, and efficient communication, solutions, and data to meet customer needs.
• Collaborate with central IT and external vendors to ensure reliable, secure, and compliant operation of all unit-specific systems.
• Maintain comprehensive documentation of system architecture, operational procedures, and project deliverables.

25% Student Management and Supervision

• Under the guidance of the AV Lead Supervisor or Operations Manager, act as the co-supervisor of the student staff of the Operations team (20-25 students). This includes, but is not limited to, their hiring process, scheduling, disciplinary process, technical and professional skill development, task assignments, serving as their primary point of escalation for workflow and customer service issues, and overseeing the quality of their support work.
• Support and coach students on how to effectively collaborate with team members, unit partners, and shared service providers, while also contributing to efforts to develop, implement, and maintain consistently high uptime of infrastructure systems.
• Act as a mentor and technical lead, guiding colleagues and student staff in best practices for systems maintenance and troubleshooting.
• Develop standard operating procedures (SOPs) for student staff, as well as training materials that align with the primary supported systems for all staff on the Operations team.

5% Professional Development

• Stay current with relevant advances in technology. Responsible for maintaining and updating knowledge of IT policies and procedures, hardware, software, and technical services. This can include: on-the-job training, attending technical courses or conferences, reading, research, and testing.
• Demonstrate skill development by actively participating in growth opportunities. Apply new skills/knowledge to the job as evidenced by the ability to efficiently and effectively perform assigned duties. Meets or exceeds customer expectations and performance metrics.
• Demonstrate effective communication skills when providing training and mentoring to less experienced staff, resulting in staff and teams using and implementing the latest policies, procedures, and best practices to accomplish tasks.

Required Qualifications

• Bachelor's degree or equivalent years of education and experience (computer-related certifications).
• Minimum of 3 years of related experience in desktop support, troubleshooting, or administering Windows and/or Mac-based systems and layered software.
• Minimum of 2 years of related experience troubleshooting network connectivity, printing issues, A/V issues, digital signage, and/or related technologies.
• Extensive knowledge of information technology products and services.
• Demonstrated ability to identify and resolve computing vs. A/V issues.
• Experience integrating computing components in small- and medium-scale presentation and auditorium environments.
• Work Authorization: Must be legally authorized to work in the United States without company sponsorship.

Preferred Qualifications

• A valid U.S. driver's License.
• Experience supervising student staff.
• Experience with process improvement and writing technical documents.
• Experience with the U-M information technology environment, including MiWorkspace.
• Demonstrated ability to leverage appropriate technical tools to perform initial root-cause analysis and service restoration for Windows or Mac operating systems.
• Programming experience in computer languages, Crestron systems, or scripting.
• Familiarity with desktop storage and/or backup technologies.

Position Responsibilities Criteria

• Excellent interpersonal communication, written and verbal communication, and customer service skills.
• Excellent organizational, analytical, problem-solving, and decision-making skills.
• Attention to detail, high degree of accuracy, a commitment to confidentiality, and the ability to balance multiple simultaneous projects
• Ability to work independently and to contribute and collaborate effectively as a team member.
• Ability to take initiative in all areas of responsibility.
• Support teams and individuals in a decentralized, diverse environment.

Financial/Budgetary Responsibility

None

Working Conditions

This position will require after-hours and weekend support as part of an on-call rotation, with occasional work outside of normal business hours for planned upgrades and best-effort response to major outages.

Physical Requirements

This position requires campus-wide mobility to troubleshoot and address technical issues, including accessing equipment in confined spaces, utilizing ladders for elevated installations, and occasionally transporting equipment weighing up to 50 pounds.

Direct Reports

No direct reports. This position will assist in the functional supervision of Computer Consultants II & III (20-25 student staff)

Additional Information

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
This role may have reporting obligations under Title IX and Clery.
Authorization to work in the U.S. is a precondition of employment and applicants for this position will not be sponsored for work visas.
Salary may vary depending on qualifications, experience, and education of the selected candidate.
Relocation will not be offered for this role.